Senior Manager Customer Excellence

Asurion is a company focused on customer experience, and they are seeking a Senior Manager, Customer Excellence to lead the design and management of a new customer experience program for their retail business. This role involves setting strategy, building coalitions, and driving organizational change to embed customer-centric practices across various departments.

Responsibilities:

• Design and launch the UBIF customer experience program, defining vision, operating model, governance, and a scalable roadmap that optimizes customer and business impact
• Set the strategic agenda for CX measurement; define what matters and why, and ensure teams act on customer insights to deliver prioritized, measurable improvements
• Assess and prioritize end-to-end customer journeys across retail and digital touchpoints; identify friction points that risk loyalty and revenue, and lead cross-functional decisions and trade-offs to improve them
• Define and champion customer experience standards, service principles, and behavioral expectations for retail locations; drive adoption through field partnerships, hiring, training, and performance management
• Build and lead a CX Center of Excellence for escalation management, fostering a culture of service recovery, ownership, and continuous learning to resolve complex issues and prevent recurrence
• Lead change management and frontline enablement for CX initiatives; coach field and store leaders and serve as a visible champion of customer-centric culture
• Build executive alignment on CX priorities; craft business cases grounded in customer and business outcomes and influence senior leaders to invest in and sustain improvements
• Lead cross-functional workstreams with Product, Marketing, and Technology to ensure customer standards are reflected in tools, decisions, and experiences
• Champion continuous improvement and learning; set test-and-learn agendas, interpret results, and embed customer-centric practices in operations and leadership behaviors
• Develop, coach, and retain a high-performing team; establish clear direction, accountability, strong team culture, and manage vendor/partner relationships with rigor

Requirements:

• Bachelor's degree in Business, Marketing, Operations, or related field; advanced degree preferred
• 8+ years of progressive experience in customer experience, retail operations, or service design, including 3+ years in a people leadership role with a track record of developing and retaining talent
• Demonstrated success designing and launching CX programs and standards in a multi-location retail environment, driving lasting behavioral and cultural change
• Proven experience leading organizational change and influencing without authority across complex, matrixed environments; success building coalitions with executive and field leaders
• Experience with VoC platforms, analytics, and journey mapping sufficient to set strategy, define measurement priorities, and translate insights into action
• Strategic CX leadership: ability to set a clear vision, make complex trade-offs, and align the organization around CX as a competitive priority
• Change leadership and influence: skilled in driving lasting behavioral and cultural change in frontline retail environments
• People development: proven ability to attract, coach, develop, and retain high-performing teams and create inclusive, accountable cultures
• Executive presence and stakeholder management: able to frame issues in business terms and influence resource and priority decisions
• Customer judgment: strong instinct for customer value and experience; translates insights into smart prioritization and decisions
• Operational orientation: connects strategy to store-level execution; adept at making change stick in distributed, fast-paced operations
• Expertise in journey design and service standards, translating frameworks into clear behaviors and field-ready operating models
• Experience establishing escalation management frameworks grounded in accountability, coaching, and service recovery
• Excellent communication and facilitation skills across executive, field leadership, and frontline audiences